Zena Salon aveda — Local services in Richmond

My fiancé and I had a terrible experience with this salon in our wedding day.

She had a truly disappointing and distressing experience at this salon, especially considering it was for one of the most important days of our life.

First and foremost, the makeup was completely ruined. It was not at all what we discussed or what she asked for, and instead of enhancing her natural features, it looked rushed and poorly executed. She was overwhelmed with emotion on her wedding day and didn't have the capacity to go back and forth over the details at that time. She ended up removing it entirely and doing her own makeup from scratch on the wedding day. No bride should ever have to do that.

As for the hair, we were promised long-lasting curls that would hold throughout the night. Unfortunately, they went completely flat halfway through the evening, despite the stylist’s assurances and supposed professional techniques. The style looked nothing like what we had discussed, and it was extremely disappointing.

Three days after the wedding, once we had a moment to reflect and gather our thoughts, she reached out for a refund. She explained that she didn’t want to cause a scene or deal with it on the actual day, which is why we waited. But the owner flatly refused, saying it was "too late" and that no one gives refunds after a tip has been given, something that was offered out of courtesy in the moment, not as a reflection of the actual service provided.

I would never recommend this salon to anyone, especially for important life events. A wedding stylist should deliver quality, reliability, and professionalism none of which we received.

I’m sharing this to help others avoid the same disappointment and stress on their special day. To anyone considering this salon: please think twice before booking. After calmly expressing our dissatisfaction and letting the stylist know we would be leaving an honest review, we were threatened with legal action.

This kind of intimidation is not only completely unprofessional but also an attempt to silence honest feedback. Customers have every right to speak up when services fall far below expectations, especially for something as significant as a wedding.

No one should be made to feel unsafe or bullied for telling the truth. I strongly encourage others to avoid this place and take your business somewhere where professionalism, respect, and accountability actually matter.

Reply to the owner: This shows how this place deals with their customers feedback.

To clarify, the place cameras should also show that the customer had left your salon with no makeup on, after wiping everything off using micellar water that your stylist herself offered. This was due to the unsatisfactory result of the service.

Additionally, your message includes misleading information. The amount was fully paid before the service was rendered—not half, as claimed. When we later requested even a partial refund due to the poor experience, it was unfortunately refused by the owner.

I stand by my feedback and believe we have every right to share our...

I had a very bad experience with the stylist and customer service. Because of them, we went late to a $500 worth photoshoot which was supposed to be a golden hour. Firstly, I had to pay $70 for the service that I haven't received. Second, my husband was angry because I was late. Third, we made the photographer wait and we missed golden hour. We had photoshoot in the dark. I called and texted the Salon a picture of the hairstyle that I was looking for in the morning. Saba was the receptionist. I asked her clearly if this hairstyle is possible. She said "Yes" and scheduled an appointment in the afternoon. I have thin hair and the hairstyle that I chose had a puff in the front and waterfall braid. They considered it as a special occasion hairstyle and asked me to pay $70 without shampooing. I agreed and went.Kelly did my style and initially, she partitioned until back with braid on the front too which didn't give a puff look in the front. I was able to look myself into a mirror while she was halfway through and told her that it looks not right. I told her that the front needs to be puffy. She was patient and started again. She tried to make puff but it didn't look good at all. She put so much gel to make a puff and now it looked too stiff. I waited till she finished braiding to see if the braid is going to make it look good. But no. She finished braiding and it looked thin and worse. I told her that it doesn't look good at all. Puff was worse than braid. My time was running out. I had to attend a photoshoot. And I was not getting what I wanted. So, I had to totally give up and ask her to take out everything and just do curls. I explained everything at the front desk and told them that since they couldn't achieve what I wanted, I can't pay the full price. She discussed with Kelly and made me speak to the manager. Manager, Amira said, "sorry for what happened. Unfortunately, you will have to pay full because it is not a technical error. Hairstyle didn't come good because your hair is thin". If Hairstyle doesn't come out good, why did the stylist not mention it to me earlier and why did she even accept to re-do it when I said that it didn't look right in the first. No matter how much I explained that it is their fault, she always said "unfortunately, you will have to pay full". They don't care about customer experience. All that they want is money. Even if they aren't capable of achieving a hairstyle, they still accept people so that they can get money by doing something that they can. Worst customer service. I should have taken a picture. With all the mess going on, it didn't hit my brain to take a picture. I am never again going back to this salon and wouldn't refer...

I’ve been here one other time on april 16 aside from today. Process was smooth my appointment started on time. However when I walked in today it took five minutes to be greeted and I was told the stylist would be with me any minute they were “finishing up.” To be clear this is the man that works in the back right corner who wears a Bluetooth. Tall grayish short hair and glasses. He finishes with his client and takes a while to greet them goodbye. At this point it’s 12:21. Which is fine i understand customer service and all that. He then sits with me and stares at me until I finally just say I just want my hair washed and dried. He says okay I stand up thinking he’s gonna start my service he walks away and goes to what I assume is another client he was working on who has hair black dye in their hair. So I’m confused because I was told my appointment would be at 12:15 but he’s with another client that looks like he won’t be done anytime soon. He talks to his client in their native language and then sighs walks over to me and asks if I know how much it costs. I say $55. Which is what I was charged last time I was here. He says he needs to straighten my hair so it would be $75. I tell him I don’t need it straightened I literally just need him to blow dry it, which is the service I got last time. He sighs walks away touches his clients hair says something to them again in their native language walks back over to me and is like no it’s $75. At this point I was already frustrated because it’s now 12:31, and he clearly is nowhere near done with his client and does not want to wash my hair. Insists that he needs to flat iron my hair. I understand there’s a language barrier sometimes but if you’re a hairstylist I’m assuming you know what blow drying is. Especially if that’s a service I have gotten at this exact salon before, and was in and out in less than 40 minutes. His demeanor and the way he approached me from beginning to end was extremely unprofessional. I am new to the area and thought I had found my new local hair salon for last minute washes which I get anytime I have an event. The person who helped me the first time was an Asian young lady. She was not here today. I want to iterate that my issue was not the $75, it was him obviously not wanting to do the service, the attitude towards me, and saying the charge was for something I don’t even want. If you don’t want to work don’t accept appointments and let people go elsewhere. A huge waste of time especially when I talked to them on the phone I let them know I needed it asap. Why make me wait if the stylist doesn’t have any intention of doing...